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Plan of building the business 2

Contents:

Part 1. Main provisions and goals

1. Main provisions and goals .....................................................................................................3 2. Chart of building a customer base and attracting new distributors ..............................4 3. Chart of a meeting .................................................................................................................5 4. Weekly and monthly plan......................................................................................................6 5. From customer to GET Team: 12-month plan of action....................................................7

Part 2. Meetings with customers

1. Whom to address, and how, in order to start acting ........................................................8 2. Formula 1 shakes tasting meeting ........................................................................................8 3. Personal care meeting.........................................................................................................14 4. Nutrition and weight loss meeting......................................................................................19 5. Repeat addresses to people you visited once ................................................................25 6. System of customer incentives - Herbal Cash .................................................................26

Part 3. Building a customer base and attracting new distributors

1. Weekly and monthly plan ..................................................................................................27 2. Wellness Club .......................................................................................................................28 3. Keeping in touch with Club members..............................................................................28 4. Club meetings day..............................................................................................................29 5. Business lunch.......................................................................................................................32

Part 4. Customer follow-up

1. Customer follow-up.............................................................................................................33 2. How to help customers to deal with problems and situations .....................................35 3. Successful Business Building Tips for Distributors...............................................................36

Part 5. Building an organization

1. Major steps............................................................................................................................38 2. From customer to GET Team: 12-month plan of action.................................................39 3. Active World Team..............................................................................................................40 4. Monthly chart of distributor activity ..................................................................................41

3 Plan of building the business

Main provisions Total Plan is a daily plan of work, which provides you with the ability to:

1. Schedule meetings in an easy and effective way 2. Get many hot leads/referrals 3. Sell products and build a customer base 4. Attract new first line distributors 5. Effectively train new distributors

A daily plan of work means you need to work every day! Imagine that you have a regular job with a salary. What would happen if you missed work for several days and it happened several times? The answer is simple: you would be fired.

Another situation: you own a grocery store. What would happen if you didn’t open your store for several days and it happened several times? The answer is simple: you would go bankrupt.

Our plan works and provides great results only if you come to work every day. That’s one of its major secrets.

Supervisor’s monthly goals and results: 2 meetings a day – 10 meetings a week - 40 meetings a month 200-300 referrals 20 sales of Formula 1 – “Proper nutrition – ideal breakfast” 3-5 sales of weight loss and nutrition programs 10 sales of personal care products 12 guests at Business lunches 4-5 new distributors and 1 new supervisor

Supervisor’s goals and results for 4-6 months: 1,000 referrals 50-80 Formula 1 – “Proper nutrition – ideal breakfast” customers 20 weight loss and nutrition customers at least 12 guests at Business lunches and STS each month 5-7 new first-line distributors each month 1-2 new first-line supervisors each month

Attention! In this manual you will find texts for scheduling and conducting meetings, which were created and tested by successful distributors in various countries. To achieve success with Total Plan, you need to follow closely the scripts (adapted to your local circumstances, if necessary) and principles outlined in this manual.

Following these scripts and principles becomes even more important for duplication and successful organization building.

We recommend you record your phone calls and meetings and compare them with the texts in the manual. It will help you to identify and correct your mistakes. Besides, you can also ask your sponsor to listen to the recording and make the necessary adjustments.

Plan of building the business 6 Plan of building the business 6

7 Plan of building the business 7 Plan of building the business


Part 2. Meetings with customers

Whom to address, and how, in order to start acting Let’s start with compiling lists

Friends Acquaintances who:

o Tried the products o Heard a product presentation o Heard a business presentation o Know nothing

Weight loss and nutrition customers Former customers Personal care customers Non-active and former distributors Strangers, surveys, telemarketing

Formula 1 shakes tasting meeting Scheduling a Total Plan meeting for Formula 1 shakes tasting

You: Hi, can I talk to Helen? Hi, my name is John. I have met your friend Jane this week, and she suggested I call you. Can you talk now or should I call another time? (if not, schedule another call).

You: I am conducting a tasting of our protein- and vitamins-rich shakes. These balanced nutritious shakes are used as an ideal breakfast for the entire family. The shakes come in 4 flavors, and we are conducting this tasting to learn the consumers’ preferences.

We had a meeting at Jane’s place; she tasted the shakes and gave her opinion. She recommended you as a person who could help. The tasting will take approximately 20 minutes. I will bring all what’s necessary to prepare the shakes for all the family. Will you be able to participate?

Helen: No problem

You: Great! What time is convenient for you?

…………

You: Helen, can I call a day before the meeting to confirm it?

You: Thanks. Have a nice day. See you.

Preparing for the meeting Goals:

1. Get 7-10 referrals


2. Sell Formula 1/Thermo tea breakfast 3. Schedule a SECOND meeting 4. Get more detailed information about the

recommended people. 5. Find out if interested in the business opportunity

What to bring with you: 1. Blender 2. Four Formula 1 cans, various flavors 3. Four closed Formula 1 cans (for the person to see what

cans look like and, probably, for a sale) 4. Ingredients for preparing shakes 5. Shakes tasting and referrals survey 6. Videotape and DVD “Wellness revolution” 7. Calculator 8. Customer price list 9. Disposable cups for the tasting

Any meeting should be confirmed 3 (three) times, as most people don’t use a diary and forget you talked to them. Call the next day and say,

“Helen, can you tell me how I get to your place if I am coming from… Thanks. See you on Tuesday”. And so on.

Third confirmation: before leaving for the meeting, call to confirm and then say:

You: Helen, I will have to prepare shakes and would like to know if you have milk or juice, or should I bring them with me?

Formula 1 shakes tasting Getting opinions and referrals You: Hi, Helen, my name is Jack. Where can we sit? Kitchen would be great. We need a table and some quiet for at least 20 minutes. We will taste 4 flavors of our protein- and vitamins-rich Shapeworks shake and complete the survey with your opinion. Where can I wash up?

You wash your hands, come back to the kitchen table, put the blender, 4 Formula 1 cans of different flavors, 4 closed Formula cans (for the person to see what they look like), milk or juice, survey, and a pen. If other people are at home, including kids, ask them to join the tasting.

Prepare the shakes in the blender. If other members of the family are present, make enough for everybody and pour into the disposable cups.

First give to taste vanilla, then tropical, then strawberry and finally – chocolate shakes.

Attention! Find our beforehand what flavors the persons doesn’t like, e.g. chocolate or wild berry and make more various shakes with those flavors he/she prefers. And visa versa, kids, as a rule, like the chocolate flavor. Prepare them a chocolate shake with milk and ice in the blender – they will love it.

Show the survey and say,

You: Helen, please give your opinion on the scale of 1 to 4 in this survey. (Don’t get distracted by other topics and don’t let them distract you: if the person wants to talk about Herbalife, tell him you will gladly discuss it later, and now you’d better finish with the tasting).

While preparing shakes, say the following,

You: Helen, please complete your info in the frame below, and meanwhile I will tell you about the shakes.


Nutritious protein- and vitamins-rich Shapeworks shakes are a useful balanced “meal in a cup”.

Formula 1 includes easily digested quality proteins, carbohydrates, vitamins, minerals, fiber, and herbs. That’s why this shake is an ideal nutritious breakfast, which is prepared in a minute and contains only 200 calories.

Breakfast with a nutritious Formula 1 shake helps to supply all vital nutrients during the day. We all know the importance of proper nutrition. Even our pets receive the best balanced nutrition. But we sometimes forget about ourselves and our kids. (If you have a packaging from the pets food, show it to confirm that it includes all the vital nutrients).

While they are tasting, say,

My family and I have been drinking these shakes in the morning for… years. It’s simple, satisfying, cheap, and most important, very healthy.

Then Helen gives her opinion of various flavors. After that you say,

Our Company has launched two new flavors into the US market: cookies and creme, and cappuccino. Which of them would you like to see here?

She marks in the survey.

After that turn the survey over and say,

You: Helen, I need to conduct about 100 such meetings and would be very much obliged if you could help me. Please write down 10 your acquaintances, preferably in this area, with whom I could meet. Later we will complete Notes together.

Show your file with other referrals. Put the surveys with 10 and more referrals on top.

While Helen is completing the list, be quiet and don’t interfere, wash the blender and sit aside.

After Helen completed the list of her acquaintances, you can ask some leading questions to help her remember some more.

You: Helen, are there any housewives in this list, so I could schedule a meeting before noon? (Etc).

Helen:……….

If Helens’ list is less than 5 people, ask,

You: Helen, please tell me about Jane here.

Helen: We work together. (Enter this into Notes in the List of Referrals)

You: I see. Is there anybody in your office besides Jane, who could give his/her opinion or could be interested in improving health/nutrition or losing weight? (Etc)

Attention! Remember that you need at least 5 referrals, and 10 would be even better. If she wants to give you more, it’s great. Don’t interrupt her until she finishes writing.

You: Helen, thank you for the referrals. Let’s complete Notes. You complete them yourself. Say the following,

I will ask you some question to get to know more about the people you recommended.

Questions: • Relationship • Age • Area • Needs to lose weight or not • Has any health-related problems that he/she wants to solve

You: Helen, I would like to draw your attention to the ingredients of Formula 1. It contains all the nutrients vital for the human body. (If the person shows increased interest, go through the ingredients quickly).

You: To sum up, this shake is the best nutritious solution. Just 3 minutes – and you have a breakfast ready for the whole family and it costs only… per person.


You: Helen, would you like to include these shakes into your daily menu?

Helen: ……….

Attention! Teach Helen to prepare full shakes (300-500 ml) for all the family members.

Close the deal and receive the payment. Leave product catalogue and your business card.

Scheduling a personal care meeting If you are having a meeting with a woman and you believe it’s worth scheduling a personal care meeting, then:

You: Helen, I am also conducting a demonstration of our exclusive personal care products. It takes about 30-40 minutes, and you will be able to try them. Would you be interested in such a demonstration?

Helen: Sounds interesting.

You: Great. What time is convenient for you?

………………

You: Thank you and have a nice day.

Talking about the business opportunity Attention: This part is obligatory! You: Helen, I need some advice from you. Due to the launch of the new Shapeworks nutrition and weight loss program, our Company has developed a new, very effective work system, which brought us many new customers. It takes 12-20 hours a week, at convenient hours, and brings between $700 and $1,200 extra income along the way.

If you don’t mind, I would like to show you a 5-minute DVD about this business opportunity. OK?

Show videotape or DVD “Wellness revolution” or another short Herbalife clip available. Watch together.

After it’s over: You: Helen, could it interest you or any of your friends?

Helen: What are they supposed to do?

You: For people interested in new business opportunities we have a Business lunch next Thursday. During this lunch you can learn more about our business, socialize and have a nice meal. You also meet my colleagues there and learn about their achievements. For guests these lunches are free, so I can invite only three people. Would you like to go with me? It starts at 18.00.

Helen: Yes, it sounds interesting.

You: Great. As I said, I can invite only 3 people, and I already have some candidates, so please check your schedule by tomorrow and let me know, OK? I’ll call you to confirm.

Attention: Don’t forget to leave your business card, a product brochure and a Herbal Cash voucher.

Personal care meeting Scheduling a meeting Calling friends or close acquaintances

Hi, Helen. It’s …. (How are you? etc.)

Helen, I need your help. I need to collect 40 opinions about our personal care products this month. I will bring the products; you will try them and give your opinion in the survey form. It will take no more than 30-40 minutes. I will be very grateful.

Helen: Sure

Great! When can we do it?

Call by referral You: Hello. Can I talk to Jenny? Hi, my name is Peter. I got your phone number from your cousin Helen. Can you talk now? (If not, schedule another call).

Jenny, we are conducting a marketing research of exclusive personal care products. I need to collect 40 opinions this month. I have already collected some among my close friends and relatives, and Helen was among them. She liked the products very much and recommended you as a person who could give an unbiased opinion. If you agree to help me, I will bring our products; you will try them and give your opinion. I will need approximately 30-40 minutes of your time. Can I count on your help?

Jenny: Sure.

You: Great. I appreciate it. What is the best time for you?

…………………

You: Please write down my mobile number. I will call you a day before to confirm our meeting, OK?

You: Good-bye and see you.

Getting ready for the meeting Goals:

1. Get 7-10 referrals 2. Close a personal care deal 3. Schedule a SECOND meeting on shakes tasting 4. Get more information about referred people. 5. Find out if interested in the business opportunity.

What to bring with you: 1. Personal care products: open for testing. (The open

products should look clean and new, as if opened 5 minutes ago).

2. Products to sell 3. Personal care survey form 4. Calculator 5. Customer pricelist 6. Pitch book 7. Personal care testing accessories – mirror, cleansing

pads, etc. 8. Videotape or DVD “Wellness revolution”



Personal care products for conducting a meeting:

Attention: If you have the NouriFusion products in your country, make the necessary adjustments of the script below.

NM cleanser (for all types of skin) NM toner (for all types of skin) Mystic Mask Radiant C Daily Skin Booster Rejuvenating day creme Skin Activator Eye Lift Day Defense Night Companion New products

Note: You need to have the rest of the personal care products, but don’t use them in the survey. You will need them after the testing is over and you receive opinions, referrals and basic personal care products orders. If the situation is favorable for presenting other personal care products, use the opportunity; if not – schedule another meeting. Starting the meeting:

• Take care of your appearance – you represent an international company with an annual turnover of $2 billion. Look businesslike. All details are very important: clothes, footwear, hairdo, make-up, deodorant, nails, smell from the mouth, etc. Don’t wear ostentatious jewelry that may detract the customers’ attention.

• Don’t be late – it’s a bad start. Come 5 minutes before the scheduled time. • Thank the person for agreeing to participate in the survey • Ask for permission to use the bathroom to wash your hands • Start without delay • During the conversation sit across from the customer, preferably at the table • Ask to switch off the TV • If the atmosphere is strained or the customer is in a hurry, re-schedule the meeting • If the customer agreed to meet you at his work place and you see that the atmosphere is not

very accommodating, limit yourself to showing several pictures and products and schedule a meeting at home in more favorable surroundings. Offer the same opportunity to all his/her colleagues.

Getting opinions and referrals Attention!!! Avoid any promotional phrases during the testing Don’t express your own opinion about the products Remember: you’ve come to learn the person’s opinion, not to express yours Remember: the customer should not get an impression you are trying to sell the products Don’t pressure and don’t feel pressured! The customer should apply all personal care products himself! Don’t touch the customer’s face.


Personal care meeting You: Hi, Helen, I am Peter. Where will we sit? We need a table, two chairs, good light and some quiet for at least 30 minutes. We’ll try 7-8 personal care products and complete a survey form with your impressions. Where can I wash my hands, please?

While washing your hands, talk about the skin care products she is using, and then put the products, the survey, a pen, a mirror, cotton pads and other accessories on the table.

Place the person under the light and sit across.

You: Could you please pin up your hair?

Then show the survey form and say:

You: Helen, today we will be testing our personal care products. You might have heard about these products. (Whatever she says, move forward). Our Company’s main specialization is nutrition and weight control products. If somebody is interested in this issue, we could talk about it later. Today we will be talking only about personal care products. What is your skin type? (Put the relevant cleanser, toner and mask for the testing on the table).

You: Helen, we will start with the cleanser and the mask. I am using these products myself, but won’t say much in order not to influence your opinion. Please concentrate on your feelings and tell me in detail about them. We will apply the products to one part of your face to see the changes, then we’ll complete the survey and move to the other part of your face. It will take no more than 35-40 minutes. If you have any questions, I will gladly answer them later. Agreed?

So let’s start. We have two major product groups for skin care: Nature’s Mirror for everyday cleansing and toning the skin; and Skin Survival Kit for moisturizing, protecting and nourishing the skin.

Put the relevant cleanser, toner and mask for the testing on the table. All the open products should be clean as if opened 5 minutes ago.

Show the Survey form to the customer.

If Helen can’t define her skin type, help her to do it, based on the following definitions:

You: Helen, before we start, let’s find out your skin type. (If Helen is unsure about her skin type, help her to define it, based on the following):

Dry/sensitive Network of fine dry lines around the eyes and the mouth, dry lines on the face Cheek area is tired and tight The skin is sensitive to the sun, wind and environmental elements

Normal/combination Slight oily shine in the “T” area – forehead, nose and chin Dry cheek area Some blackheads and pimples

Oily skin Oily shine in the “T” area and cheeks Enlarged pores and blackheads Frequent blackheads and pimples

Helen: ….

You: Great! Can I see the personal care products you are currently using?

• What do you clean your face with? • What do you use to moisturize your face? • How do you protect your skin? • How do you nourish it?

Great! (Pay attention to the products that are about to end, and what products are missing. Do not make any critical remarks about her cosmetics.)

Cleanser. (You should have three cleansers and three toners for various skin types)


You: Helen, let’s start with cleaning your face. Squeeze a little into your palm or a cotton pad, apply to your face in circular motions and then wash away with warm water. The cleanser easily removes make-up and dirt and is intended for everyday gentle skin cleansing. You know that it is impossible to remove dirt with water, and soap is not good for face skin at all: it dries the skin and removes its protective layer.

You: What are you feeling? How’s the skin? What about the smell, texture, absorption? (Ask these questions while testing each product, and write down the answers in the survey form). Now your face is totally clean!

Helen washes away the cleanser with warm water or a moist cosmetic pad.

Toner You: The toner soothes and tones the skin and removes irritation. Moisten the pad with the toner, and apply it to your face and neck in circular motions.

Mystic Mask

You: The Mask helps to remove dead skin cells and dirt and softens the skin. Helen, squeeze a little into the palm of your hand and apply to one half of your face, in circular motions, avoiding the area of eyes and lips. Let’s wait for 8-10 minutes while the mask dries up and then wash it away with warm water. Apply the rest of the mask to your arm.

After a few minutes: Do you feel a slight tingling sensation? It’s the mask penetrating inside to clean the outer skin layer.

While the mask is drying up, sit opposite the person.

Let’s start completing the survey form. After completing her personal information, ask Helen to give her opinion about the products she has already tried.

Wash away the Mask and write down the result. Do the same with the other half of the face.

You: Pay attention to the pores, fine lines and the complexion. If you see any changes, tell me and I will write it down. Now touch your face with the back of your hand. Helen, do you feel the difference in freshness and resilience between the right and the left parts of your face?

Helen: Yes, I like it.

Toner: Apply to the part of the face where you applied the mask earlier.

Apply the Mystic Mask to the other half of her face.

You: Helen, squeeze a little into the palm of your hand and apply it to the other half of your face.

Asking for referrals during the meeting While the mask is drying up:

You: Helen, I have to collect 100 opinions about our products and would appreciate if you recommend 7-10 of your acquaintances who could participate in our survey. We will complete the comments together.

Hand her a survey form. Show your file with other survey forms. Put the forms with 10 or more referrals on top.

You: I suggest you take your address book and mobile phone.

Note: While Helen is writing down the list of her acquaintances, be quiet and don’t interfere. After she has done it, you can ask some leading questions to help her remember more names.

You: Helen, do you know anybody living in… to save me some time?

Helen:……….

You: Helen, are any of your acquaintances housewives? I could visit them in the daytime. (etc)


You: Helen, who is Susan?

Helen: We work together. (Write it down in Comments in the Referrals list)

You: I see. Is there anybody else in your office besides Susan who would agree to participate in the survey? (Etc.)

Remember! You need at least 5 referrals, 10 would be even better. If she is ready to give more, it’s great.

After 10 minutes Helen washes away the mask from the other half of her face. Don’t interrupt her before she finishes writing down the referrals.

Toner. Moisten the pad with the toner and apply it to the part of the face that you cleaned with the mask.

Continue to try the products and complete the survey form.

Cream gel Radiant C Daily Skin Booster Radiant C Booster helps your skin to acquire a healthy shiny look, prevents skin cell destruction and protects them from environmental damage. For immediate effect, apply the booster to the back of your hand.

Gel Eye Lift It sooths and removes puffiness around the eyes, improves the skin around the eyes and moisturizes it. When applied regularly, it also helps to solve the problem of black spots under the eyes. Helen, with your ring finger apply a small amount of gel from the outer corners of your eyes towards the inner ones.

After you have cleaned and toned your skin, use Skin Activator.

Rejuvenating crème Skin Activator The Skin Activator formula is based on the unique glucosamine technology. Glucosamine is a natural nutritional ingredient used in many homeopathic products. It helps the skin to produce collagen. In just a few weeks the glucosamine complex helps to restore the skin structure, resilience, improves the skin tone, smoothes it and reduces fine lines.

Independent clinical studies of the effectiveness of glucosamine technology have produced the following results:

33% reduction of fine lines after 4 weeks use of the crème, and 55% after 12 weeks

13% improvement of the skin resilience after 4 weeks, and 55% after 12 weeks use of the crème

34% improvement in the skin texture after 4 weeks, and 45% after 12 weeks use of the crème

44% improvement in the skin moisture after 4 weeks use

Night Cream Night Companion The cream moisturizes the skin at night when the body is resting. It restores, softens and freshens the skin helping to sustain its healthy natural look. Apply the cream in an upward motion to your face and neck, throat area and the back of your hands.

After Helen has finished writing down her opinion, take the survey:

You: Helen, thank you for an unbiased opinion. Now let’s complete the Notes section.

Then you yourself write down the Comments and say the following:

You: Helen, I will ask you several questions to fill in the Comments and learn more about the people you referred.

Questions: What is your relation to the person? Age Place of work Married, any children? Husband’s occupation Where does she live?


Closing the deal Having completed the list of referrals, ask a simple question:

You: Helen, would you like to start using any of these products immediately? Helen: Mask, eye gel, booster and Skin Activator

You: Great! Would you like to know the price? Helen: Yes.

You: Great! Let’s see.

Take the customer pricelist and tell her the price of each product.

You: Do you want to know the total sum? Helen: Yes. (Or No)

If Yes, You: Would you like to purchase them today?

If No, Helen: I can do it only at the end of the month.

You: O.K. Can I call you then? Helen: Yes, please.

If Yes,

You: Helen, do you want to buy only these products or a complete skin care and rejuvenation program? Helen: Meanwhile I would like to try these products.

You: Great!

If Helen says, “Yes, I’d like to try the program. What should I do?”, say:

You: Great! Let’s take another look at the personal care products you are currently using, and we will compile the best program for your face, taking into account the products you already have.

Together with the customer choose the products to complete the program

Close the deal and take the payment.

Scheduling a second shakes tasting You: Helen, I am very glad you liked our personal care products, but they are just one field of our activity. As you might know, the state of our skin largely depends on our nutrition and metabolism processes. Our Company’s major specialization is balanced nutrition. Herbalife has recently launched a new Shapeworks weight loss and nutrition program, which was developed by leading scientists, among them a Nobel Prize Winner. I am conducting a tasting of our new protein- and vitamins-rich shakes. These balanced nutritious shakes are used as an ideal breakfast for the whole family.

Our shakes have 4 different flavors, and we want to learn the customers’ preferences. The tasting takes no more than 20 min. I will bring all the necessary things with me. Would you agree to participate in the tasting?

Helen: No problem. You: Great. What is the best time for you? …………….

Show her referrals list and ask. You: Helen, does anybody of these people have extra weight or health-related problems? (Go through the list). - ……………………….


Talking about the business opportunity Attention: This part is obligatory! You: Helen, I need some advice from you. Due to the launch of the new Shapeworks weight loss program, our Company has developed a new, very effective work system, which brought us many new customers. I would like to show you a very interesting 5-minute DVD about the business opportunity. OK? Show videotape or DVD “Wellness revolution”. Watch together.

After it’s over:

You: Helen, could it interest you or any of your friends? Helen: What are they supposed to do? You: For people interested in new business opportunities we have a Business lunch next Thursday. During this lunch you can learn more about our business socialize and have a nice meal. You meet my colleagues there and learn about their achievements. For guests these lunches are free, so I can invite only three people. Would you like to go to this lunch with me? It starts at 18.00. Helen: Yes, it sounds interesting. You: Great. As I said, I can invite only 3 people, and I already have some candidates, so please check your schedule by tomorrow and let me know, OK? I’ll call you to confirm.

You: Helen, it was nice meeting you and I’m sorry I had no more time. I hope next time we will be able to discuss all the issues in more detail. Bye. See you!

Attention: Don’t forget to leave your business card, a product brochure and an Herbal Cash voucher.

Nutrition and weight control meeting You can arrange such a meeting in several ways:

1. Through list of acquaintances 2. Through referrals from satisfied customers 3. By scheduling a second Total Plan meeting 4. Through the list of referrals from Total Plan 5. Through various types of advertising

Preparing for the meeting 1. Confirm the meeting ahead of time. 2. Be on time, but if you must be late, make sure to call and notify immediately. 3. Look good, smell good and be dressed properly. 4. Bring with you:

Pitch book Ultimate weight loss program and targeted nutritional products Measuring tape Scale Camera Shapeworks Protein estimator Product Information Guide Shapeworks “Success Tracker”

Major elements of the Shapeworks presentation Conducting the survey Follow the logic and the steps of the “Nutrition, health and weight control” survey. Conduct the survey During the 4th step ask for referrals (it’s especially important if it’s your first meeting with the customer). Using the survey, help your customer to

define his optimal weight by completing the chart “History of gaining weight” together.


For example, at 20 the customer weighed 60 kg, now at 40 he weighs 85 kg. Draw a curve depicting his weight gain.

(The weight might not have been gained gradually, but as a result of a specific event, for example, childbirth or illnesses. Without going into details mark this on the above chart).

What is your optimal weight supposed to be? Using the chart below, find out your height and weight ratio.

Optimal weight for men and women, based on their height and build


Explain the reasons why many diets and starvation fail to achieve results:

• Our body consists of a hundred trillion cells and it daily needs the whole complex of nutrients which we are supposed to get with our food.

• Does it actually happen? • In our regular nutrition there is an excess of harmful substances, while on the other hand,

we lack many nutritional elements our body requires. • This sort of nutritional imbalance leads to numerous health problems and excessive weight • Pesticides, deteriorating environment, industrial food processing negatively influence the

quality of our nutrition • Gastrointestinal track illnesses, drug use, alcohol and smoking, bad nutrition and stress

substantially diminish food absorption, which is poor in nutrients anyway. • It’s no wonder our cells start malfunctioning.

All the above shows that instead of helping us to lose weight effectively, simple dieting or hunger only aggravate the deficit problems (imbalanced nutrition), so people find themselves in a vicious circle with no easy way out:

If you keep on sticking to your eating habits you risk gaining another 20-30 kilos by the age of 60.


Such excess weight along with your life style and eating habits, may lead to serious health problems by the age of 50-60: cardio-vascular diseases, diabetes, etc.

Now is the right time to change the situation. On average, a person can safely lose 3-5 kilos a month. Therefore, in order to lose 25 kilos you need at least 5 months of weight loss program and 5 more months of weight maintenance program for your body to ‘forget’ its old weight and metabolism and to “get used” to the new weight and metabolism.

Using the chart below, find out the length of your weight loss and weight maintenance program.

Now is the time to ask your customer a question: “Would you like your life to follow the first scenario (red on the chart) or the second one (green on the chart). In other words, would you like just to lose weight or would you prefer to lose all your extra weight and never gain it again?”


We will be working with you throughout the program and help you achieve the desired results.

Choose the most suitable program for your customer and show it visually on Weight Loss and Maintenance Chart



Now let’s talk about our Shapeworks program.

Shapeworks weight loss and maintenance program allows our body to receive all the nutrients it requires, including proteins, vitamins, minerals and herbs in a balance way, with minimum calories, and to absorb them efficiently. Its main advantage is the possibility to define the amount of protein your body requires.

As mentioned before, in order to leave the vicious circle of losing weight and then gaining it back, you need a balanced diet including all the necessary nutrients, in particular one of the most important of them – protein.

On the average our body needs 100-150 g of protein a day – approximately 2 g of protein per kilo of your weight. So, if your weight is 60 kg, your daily protein intake should be approximately 120 g (you can also use the Protein estimator to define his/her demands more exactly).

So, Shapeworks program: • Provides your body with all necessary nutrients • Provides the necessary amount of high quality soy protein • Helps to curb hunger • Reduces demand for carbohydrates. • Only 1,500 calories

You will be losing approximately 3-5 kg a month, which means that you will need to be 5-6 months on the weight loss program to lose 25 kg of your extra weight. After you have completed the weight loss program, you will need to use the weight maintenance program, for your body to get used to the new weight and metabolic processes.

It is very important to complete the program. Otherwise your body, just like a spring, will release and be back to its old weight. This always happens when the weight loss and maintenance program is not finished. This is the way your body and metabolism function, and nothing can be done about it. Your weight and eating habits have developed during years and decades. That’s why you must be patient and give yourself a chance – this time we’ll surely achieve success.

(Using your pitch book, show several successful weight loss stories. Tell your own story).

Now let’s choose a program which is best for you (use your Product brochure).

Questions Your Customers may ask Q: A friend of mine used the products of your company and she didn’t get the results (or she lost weight and then put it back on).

A: It happened because your friend didn’t complete the program. (Tell about a contracted spring one more time).

Q: Can I give it a one-month try and then make a decision? A: The thing is, when you want to go from Seattle to Miami, you’ll buy a ticket from Seattle to Miami, right? You won’t buy a ticket from Seattle to St. Louis, then from St. Louis to Kansas City, then from Kansas City to New Orleans and so on. Am I right? The same principle applies here – you can’t try to achieve results in a month if it should take ten months.

Or another example. Imagine you want to do a major cleanup in your house. Usually you start at 9 a.m. and finish at 5 p.m. By analogy with our case you won’t see the results of your work at 10 a.m. Can you imagine how your house will look like at 10 a.m. – while the work is in full swing?

Q: If I decide to quit the program, will I be able to do so? A: No problem. We’ll return your money for all unused products.

Q: One of my acquaintances offers these products at lower prices. A: No problem. But are you sure that these products: Have been produced by our company? Are not expired? Have been properly stored? And the most important: will your friend follow up with you for 10 months to help ensure that you achieve the desired results? Or is she/he going to do it for free since his/her products are so cheap?


Q: It’s very expensive for me. A: No problem. You can go from Seattle to Miami by first class, business or economy class. You can also fly in the luggage compartment. What is important is to be on board the plane and reach your destination. If you have no money for any of our programs, let’s start with the simplest and least costly – the Basic program (if your customer cannot afford the Basic program, start with the minimum – 6 cans of Formula 1 and 3 bottles of Formula 2)

Q: I heard that if I sign the contract with the company I will be able to buy products at lower prices. A: If you want to become a distributor, i.e. sell our product, I’ll be happy to tell you about our business opportunities. You will become a distributor, will attend our seminars and trainings. You will be enjoying the following distributor benefits: you will earn retail income, buying products with a discount, and you will build your distributor organization. You will be responsible for your own weight loss results as you will be a distributor and not a customer. If you do not plan to be in Herbalife business then I can show you our customer price-list. The prices include the cost of the products and customer care service during the entire period while you are using the products. You have to decide what you would like to be – a customer or a distributor. I will be happy to help you with either of your choices.

After the Sale 1. Present your customer with a Shapeworks “Success Tracker”. Complete the relevant pages: program, products, day schedule, etc. 2. Present your customer with:

• Product brochure • Personal care Catalog • Tablet and Drink mix containers

3. Give thorough instructions on how to use the program. 4. Prepare a shake together with your customer. 5. Take a picture, measure and weigh your customer with his/her permission. 6. Keep records in Customer Care Journal and complete the appropriate pages. 7. Explain how you are going to work with him/her, taking into account your customer’s ideas and wishes. If the customer hasn’t purchased any program, move to business opportunity (as described earlier) Attention: Don’t forget to leave your business card, a product brochure and a Herbal Cash voucher (see p. ).

Repeat contacts with people you met before After some time you will have a long list of people you visited who:

Didn’t purchase a weight loss or a nutrition program although had every reason to do so: extra weight, etc.

Didn’t purchase personal care products, although use a lot of other products Didn’t make a decision to join business although needed the extra income.

It’s very important to continue calling these people from time to time and remember they might need time to make a decision. Create your own system of repeat calls to these people. To be able to do it, leave a positive impression after the first meeting, whatever the results. Let them know you will keep them updated on all that’s new in our industry.

Important: Offer these people to participate in Shapeworks Formula 1 shakes tasting. It is a unique opportunity to return to all those people again.

Besides, invite them to a Customer day or Business lunch.

Customers incentive program Herbal Cash 10% incentive vouchers for customers that purchased products

With every purchase present the customer with a 10% voucher from the order cost. Explain to him/her that having accumulated $25 worth of vouchers he can pledge them at one of our customer events. Together with the voucher present him/her with an invitation to the next Customer day.

In this way, your customers will accumulate several vouchers after some months, and to pledge them they will have to visit Customer days. This will result in growing retail sales and in a large time saving. Customers will attend your Customer days where they will meet other customers, place orders and make certain that they are on the right track. Besides, you can invite them to Business lunch or STS.


Part 3. Building a customer base and attracting new distributors

Let’s turn to the chart again.

Major elements of developing customer base are: • Keeping in touch with customers • Creating a Customers’ Club and attracting customers for participation in the Club events, the

major of them being weekly Customer day

Major elements of attracting new distributors are: • Weekly Business lunch • STS

Let’s discuss each element separately.



Wellness Club The concept of Wellness/Nutrition Clubs has been successfully spreading all over the world. More than 20,000 Clubs are functioning in various countries. Distributors, who operate such clubs, show steadily growing results in retailing, customer retention and attracting new distributors from among customers – Club members.

Club’s aims and goals: developing and keeping customer base; creating an environment for customer socializing; customer recognition; attracting most active members into business.

Who can operate a Club A Club can be created and operated by any supervisor – by himself or joining forces with 2-3 other supervisors. Usually, a Club consists of 2-5 supervisors, their distributors and customers. The number of the Club members can be from 10 to 200 people and more. If regular participation in weekly Club events exceeds 50 people, the organizers may consider the option of splitting the Club into two.

Wellness Club events Members of the Club meet weekly. As a rule, such event lasts 2.5 hours and can be called Customer day or anything else. The more attractive the event is, the more Club members participate. Your goal is to increase the number of members regularly attending weekly meetings. All the expenses are covered by distributors. These weekly meetings can take place in a local café, restaurant, office, club, or your home. (See more detailed information about weekly Club meetings/Customer days in “Distributor manual: Plan of building the business”, November 2005, p….)

Major elements of the weekly Wellness Club meeting Guests arrive, light refreshments Getting to know each other Main topic Customers and distributors results Shakes tasting Customers recognition Closing the event, individual meetings with customers

Each meeting has its main topic: Into the New Year with a new body Proper nutrition concept Weight management Healthy breakfast for the whole family Be your own cosmetologist Free radicals and how to fight them Healthy nutrition for kids Any other topic taken from Herbalife Today.

You can create a list of topics for several months ahead – it will help you in preparing and promoting the Club events.

Monthly gala meeting of all Wellness Clubs in the city Once a month all the Clubs in the city gather together for a joint big event. Such an event is being promoted during the whole month. All customers, distributors and friends are invited. The scenario is being prepared in advance. Flyers promoting the next such event are distributed at all meetings and trainings during the month. Inexpensive tickets are sold for this meeting. Each monthly meeting of all Wellness Clubs may have its own special topic, e.g., “Autumn ball”, “Christmas ball”, Generation H party, Rock-n-Roll party, 60-ies style party, etc. The major elements of the gala event are similar to those of the weekly event. The largest part, though, is an entertainment program: music, dancing and, maybe, some invited performers.

Incentive 10% vouchers for Club members With every purchase present the customer with a 10% voucher from the order cost. Explain to him/her that having accumulated $25 worth of vouchers he can pledge them at one of customer events. Together with the voucher present him/her with an invitation to the next weekly meeting of the Club. In this way, your customers will accumulate several vouchers after some time, and to pledge them they will have to attend Club events. This will result in growing retail sales and in a large time saving. Customers


will attend your Club events where they will meet other customers, place orders and be part of a community. Besides, you will invite them to Business lunch or STS.

Clubs duplication The more Clubs you have in your organization, the better! It means you have new independent leaders who are capable of taking responsibility for organizing the business; customer follow-up is on a high level; a solid base of potential distributors is being created. So organize your own Club and stimulate your distributors to create and “duplicate” Customer Clubs!


Keeping in touch with Club members Phone. Call regularly – at least once a week SMS. Send regularly – at least once a week (see examples below) Mailing. Materials for mailing can be found at www.support-center.net. Once a month send a 4-

part letter containing: o Product of the month o Story of the month o Publication of the month o Invitation to the event of the month

E-mail. Send information regularly Send birthday, New Year and Christmas greetings Create an electronic database of customers e-mail addresses

Suggested SMS texts to send to different customer groups Nutrition

Hi, how was your shake today? Would you like a new recipe? 10 and 3 o’clock – time for Total Control. Lose weight comfortably! Tired? Take a break and enjoy Thermo tea! Your good looks start from inside! Don’t forget your shake! Morning! Drink more water today and don’t forget the second shake! Do your kids enjoy breakfast? Mine love it! Want to know why? It’s gonna be hot! Don’t forget your 5-6 glasses of water! Incredible news! I’ll be in your area tomorrow and come to tell you!

Cosmetics

Hi, Lana, your beauty adviser, wishes you a nice week-end! Have a good rest and pamper your skin with NouriFusion! Let your skin glow! Don’t forget everyday care! Just 3 minutes twice a day! 22:00 - best time for your Night Cream! Eyes tired? Feel immediate difference with Eye Gel!

http://www.support-center.net/


Weekly Club meetings/ Customer days Weekly Club meetings/ Customer days is a major element of building the business

Below is an example of a weekly Club meetings day conducted by President's Team members Lana Goldenblank and Oleg Neshto and their group.

Working by the Total Plan, our distributors have accumulated a customer base of 50-70 customers. So our major focus today is on keeping and developing this base.

We conduct Customer days every week.

This is a 30-40 people event – guests are mostly customers and their relatives. It’s a great vehicle for: • customer retention, • development of a customer base, • recognition, • socializing, • retailing • promoting the business opportunity.

Pre-meeting – 18.45 Introductions, light refreshments and a warm atmosphere. There is music in the background, we introduce all our guests to each other, drink champagne, eat fruit and chat about life. Half an hour of “warming up”!

19.10-19.30 Everybody is taking their seats. We start introducing people, and the MC asks every guest several questions:

• What’s your name? • Where are you from? • What are you doing for a living? • Are you a guest or a customer? • One “question of the day” (the list is varied, from “Your happiest day in life” to “What do you

need to get rid of stress?” – we have created it once, printed and randomly choose questions)

19.30-19.55 Today’s main topic (choose one for today and promote one for the next Customer day):

Into the New Year with a new body Proper nutrition concept Weight management Healthy breakfast for the whole family Be your own cosmetologist Free radicals and how to fight them Any other topic taken from Herbalife Today. The magazine has plenty of useful ideas and

articles. Just start reading them!

20.00-20.15 Customers’ and distributors’ results. The best customers’ results are awarded with gifts.

20.20-21.00 Tasting and recipes sharing. Guests are divided into groups and everybody offers his/her shake recipes. Everything is fun, everybody is tasting all the shakes. It takes 25-30 minutes. It’s a great warm-up and also a master class for preparing morning shakes.

21.00- Summing up, presenting gifts (Formula 1 spoons, new issue of Herbalife Today, a flower for every woman is a must), invitation to a Business lunch or STS).

After that distributors work with their customers individually. It takes 30-40 min. • Orders are taken • Gift packages are prepared • Distributors present their customers with a 10% Herbal Cash voucher (of the today's order) which

the customers can pledge only at one of the following Customer days


• Distributors invite their customers to the tomorrow's Business party (individually)

Now to the financial and organizational part: The event can be conducted in various places: cafe, restaurant, club, office, and even at home.

Everything is done by clubbing together. Guests NEVER pay. We compile a list of things we need and then divide the responsibilities and event expenses among the distributors:

flowers products gifts for guests party premises decoration tasting music meeting the guests

Everybody knows what to do. After the event we collect expenses reports and divide all the expenses among the distributors. Expenses are small - profit is big. The only question is, "How many guests have you had?"

He who has the most guests/customers at the event, is acknowledged by the team as the best distributor of the week. You call yourself a LEADER? PROVE IT BY YOUR WORK AND BE AN EXAMPLE FOR YOUR GROUP!

During the week our distributors are concentrated on bringing as many guests/customers to the next event as possible. Everyone asks himself, “How many guests will I have at the next Customer day?”

Excellence is limitless! Use your fantasy! All the ideas are accepted. Each event may differ from the previous one, or may become a model for the next several months until it’s flawless.

And here is the next Customer day with 60 attendees, 40 of them – GUESTS (customers and their relatives)!

Where do guests come from? Active customers Potential customers who attended meetings but are not “ripe” yet Customers who have placed preliminary orders and are waiting for their paycheck to pay

for the products People who come from “Formula 1 – your ideal breakfast” tasting Our acquaintances who don’t use the products yet but are willing to come to the party Our relatives whom we want to introduce to our business or products Other people who are everywhere: on the bus, in the bakery, in the cleaner’s, outpatient

clinics, our children’s classmates’ parents, teachers, etc

Let’s go over it again! The scenario is simple (you can see it from the photo report):

Guests arrive, light refreshments, a glass of wine Getting to know each other Main topic – “Inside and outside nutrition” – 15 min. (or any other topic you

choose for this Customer day) Customers and distributors results Shakes tasting Recognition Closing the event

The last and the most important part is individual work with the customers: quiet background music; everybody is working individually with his/her customers to measure and weigh them, choose programs, complete Customer follow-up journals, share results, take pictures, sell gift packages, pack the orders nicely and take money.

The yield is 100%! Everybody leaves with an order: old customers purchase products they are running out of, newcomers purchase products to start using them tomorrow.

Results: Saved time spent on visiting the customer


Saved money for the trip and gas, which could be used for purchasing gifts for those customers who attended the event

Introduced customers to each other Showed the beginners that they are not alone Learned many new results Practiced telling the personal story Provided the best service to the customers Learned new information about nutrition Had fun Worked comfortably Tasted new recipes Showed the new distributors how to service old customers and sell products to the new

ones Had another confirmation that business is WORKING Invited some of the guests to the Business lunch and STS Made customers part of the exclusive club where they can meet other customers and

socialize Reinforced the importance of good nutrition and being part of this club

Weekly Club meetings day is crucial for a stable and growing business!!!


Weekly business lunch Venue: cafe, restaurant, club How often: every Friday Duration: 2 hours Who pays for the guests: distributors

Whom to invite: • Customers • Potential customers who attended meetings but are not “ripe” yet • Customers who have placed preliminary orders and are waiting for their paycheck to pay for the

products • People who come from “Formula 1 – your ideal breakfast” tasting • Our friends who don’t use the products yet but are willing to come to the party • Our relatives whom we want to introduce to our business or products • Other people who are everywhere: on the bus, in the bakery, in the cleaner’s, outpatient clinics,

our children’s classmates’ parents, teachers, etc

Tools to use: • Multimedia presentation for the Business lunch (or STS multimedia presentation) • Marketing plan DVD, part 1

Appearance: like a representative of a $2 billion international company. Distributors should have IBP’s with them. Distributors arrive earlier and meet the guests. The first 20 min. – meeting the guests. If possible, with half a glass of champagne or wine. Guests sit at tables together with the distributor who invited them.

Part 1: 30 min. – slide show: Facts. Wellness industry. Herbalife. Salads, refreshments or soup are served After the meal waiters clear the tables.

Part 2: 20-30 min. – slides about our business, success stories, promotion of the starting pack (IBP + STS ticket) Waiters bring the main course. During the meal distributors answer the guests’ questions. Tea, coffee, closing up, individual conversations.

Part 4. Customer follow-up

Customer Care Customer care is a key factor of success in our business. Customers pay money and they expect to achieve results. As you know, the products work only when they are properly used for a certain period of time. And this happens when a professional and careful distributor is close by, whose main priority is the customer’s results.

The main principles that will cause your business to succeed are:

HONESTY, EMPATHY and CUSTOMER SATISFACTION. Herbalife Distributors are in an enviable position, providing good customer service that traditional

businesses just don’t or can’t provide. Your customer is the most important person in the whole world! A satisfied purchaser will become your permanent customer, bringing you many other customers

as well as becoming a source of positive information about your products. Repeat sales to a satisfied customer are 10 times easier than to a new one. This is because your customer already knows you, knows how good your products are and

believes in them. Good customers lead to other good customers. When your customer gets good results with your help, he/she is delighted to help you. All you

have to do is ask, “Who do you know who can benefit from these products?” Arrange to contact them and set up a home party presentation.

Thanks to the great results they achieved with your help, many customers may also decide to join you as Herbalife distributors. Show them the business opportunity.

From a chance buyer to an advocate of your products

Start by establishing good relations with your customer. Successful retailers do not simply aim for a large number of one-time sales, hoping that sales volume alone will lead to growth. What they do is cultivate and nurture relationships with their customers, leading to repeat sales and a lifetime of loyal buying habits. This holds true whether the product is weight management programs, nutritional or personal care products. The better the customer feels about you, the more loyal he/she will become.

A sale is a sale, but a customer is a long-term asset!

"If you make a sale, you can make a living. If you make an investment of time and good service in a customer, you can make a fortune!”

Jim Rohn



Letters for keeping in touch

Immediately after closing a deal send your customer a “thank you” letter and congratulate him/her on starting the program.

Don’t forget to congratulate your customer and his family with any approaching holidays. Don’t forget to send your customer and his/her spouse birthday greetings.

Keeping in touch with the customer The first three months are the most important, especially the first month, as it’s the time when the customer starts changing his nutritional habits which had been taking shape for dozens of years. Your task is to know everything happening to the customer, as he believes in you, has spent money on the products and is expecting results. The same applies to the customers of your new distributors, as they often lack the necessary experience you already have. Learn everything about your new distributors’ customers and be always ready to help. Create a database “Customers of my new distributors”.

Ask your customer when is the best time to call him, write it down in the Customer profile and stick to this schedule.

During the first month call on the 1st, 3rd, 7th, 13th, 19th, 25th and 31st days. If it’s necessary to be in touch more often to ensure everything is OK, don’t hesitate: call. During the second month and afterwards be in touch on a weekly basis or more often if necessary.

Make sure the customer started out using the program correctly.

Key issues to be discussed with the customer: 1. How have you used the program today? 2. How have you prepared your shake? Do you like it? 3. What beverages (how much of each beverage) are you drinking during the day? 4. Do you feel hungry? 5. What snacks have you had between meals? 6. How do you feel in general? 7. What are your recent weight and measurements? 8. How do your relatives feel about your success? 9. Do you complete the “Success Tracker”? 10. Is there anybody we could help lose weight or improve health?

If during the sale the customer tells you about some specific health-related problems, then you should ask him from time to time about his general well-being. For example, “You told me at the very beginning that for the last 7 years you’ve been suffering from headaches and fatigue which returned 2-3 times a week. In the three weeks of using the program have you noticed any changes for the better?”

During the sale, while completing the Customer Profile, avoid making any statements about relieving or curing any diseases. On one hand, it’s against the law, as our products are nutrition and not meant to treat diseases. On the other hand, the customer could have unfounded expectations. Speak about an opportunity to improve health and general well-being thanks to proper nutrition.

When talking to a customer, always be positive and kind hearted. Try to do your best to help the customer achieve the desired results.

Send birthday and holiday cards Send greeting cards regularly Create an electronic database of your customers’ e-mails.


How to help customers to deal with problems and situations Complaint: “I feel hungry” You should not feel hungry when following the program correctly. Be sure customers are making their shakes properly and are not skipping meals. If they are still hungry, they can use three tablespoons of Formula 1 powder in their shake instead of two. (Don’t forget that they will need two-three Formula 1 cans a month to loose weight successfully and one Formula 1 can to maintain weight). Individuals who get hungry in the evenings can take an extra shake or a Protein bar.

Complaint: “I am not loosing any weight” Possible reasons:

1. Not measuring. Some people lose inches first and weight second. It is important to measure inches before starting the program and keep doing it and entering the measurements into the chart. Lost inches are a true indication. It often happens that you lose many inches and very few pounds. Draw the customer’s attention to the lost inches. If you add all the lost inches and divide them by the days on the program, you will see how many inches he/she is losing daily. Tell him/her about it, and the customer will be more serious about every passing day.

2. Cheating. GUESS WHAT? People cheat on diets, often without knowing it. Some people drink non-diet sodas and juice all day at 200 calories each. They excessively eat non-fat foods loaded with calories. They have one to three snacks a day, which they forget to tell you about. One double cheeseburger is at least 800 calories. Each potato chip is about 10 calories. Five large pretzels are 100 calories. Even healthy snacks should not be eaten excessively. Remember, a piece of fruit is about 80 calories each. One way to find out is to ask them to write down everything they’ve been eating for three days. Then use the Advanced Energy Guide to figure out how many extra calories they are consuming. Pay special attention to their habit of chewing in front of TV or eating at night.

3. Not following the program as directed Remember, the program calls for two shakes and one balanced meal per day with tablets as directed. Skipping meals can starve the body and slow down metabolism. This can weaken the diet and lead to poor nutrition, which can also sabotage the diet. On the other hand, some customers believe that “the less you eat the more weight you lose” and skip their shakes. Sometimes you can hear, “I was not hungry, so I skipped my evening shake”. Tell your customer from the very start that he/she should not skip shakes as hunger will follow and result in an extra thousand calories. Bring this issue over and over again.

Complaint: “I am feeling nauseous” Nausea can be a sign of detoxification. Be sure to follow the program as directed and drink at least eight glasses of water a day.

Repeated headaches can arise from low blood sugar or dehydration. Be sure to follow the program as directed and drink at least eight glasses of water a day. If the shake doesn’t satisfy you, make it 1.5 times bigger and add half a banana.

Complaint: “I have diarrhea” Diarrhea can be caused by using whole milk in large quantities. Advise your customer to use another liquid, e.g. juice.

Complaint: “I have constipation” Substantial reduction of food can result in constipation if people are generally inclined to it. You need to increase the amount of fiber intake, which is primarily found in green leaves vegetables: lettuce, cabbage, and cucumbers and tomatoes. It is also recommended to increase the intake of activated fiber. It is also advised to use dried fruit like prunes or other natural means which could be found in drug stores.

Complaint: “I am taking drugs” Our aim is to improve the customer’s nutrition. We are not doctors and don’t give any recommendations as to drugs or medications. The customer is advised to keep taking his prescribed medicine and make any changes only after consulting his physician.


Successful Business Building Tips for Distributors 1. Be an example for duplication for your customers and distributors – don’t be overweight, look great, smell terrific and be well dressed.

2. Use all Herbalife products. Only your personal results and permanent product use will give you strength and motivation to succeed in your business. First of all, you should become the best Herbalife customer.

3. Always be honest with your customer and act in compliance with his/her interests.

4. Be polite and punctual, always inform of any necessary schedule changes well in advance. 5. Be readily available. Your customers and distributors should be able to reach you any time. You should have a mobile phone.

6. Show a positive and constructive attitude towards everything – always try to help and to find the means to do so, and not to refuse.

7. If circumstances don’t allow you to provide the customer with proper follow-up, let your sponsor or an experienced downline distributor do this. Do it as tactfully as possible.

8. Open a Customer Care Journal for each customer. Be very careful about keeping records and don’t forget to call customers on set days. By missing calls (especially during the first 3 months) you run the risk of losing your customer.

9. Don’t try to sign up your customer immediately and turn him/her into a distributor, if she/he is not interested in the business opportunity. Don’t offer discounts – your customer is mostly interested in the quality of the products and of the customer care. You lose a significant part of your retail profit and still have to provide first class customer follow-up. Therefore, she/he is not actually a distributor, and you have to work with him/her during the whole period of using the products as with any customer, although you lost the biggest part of your retail profit.

10. It is important to earn full retail profit and to be highly motivated to provide customer follow-up during the entire period of product use. However, you can reward customers for referrals and repeat orders. The best reward is not a discount on a product, but the products themselves – luckily, we have a large variety.

11. If your customer achieved good results and you see him/her as a potential distributor, don’t mention discounts but tell him/her about business opportunities. Tell the customer about the Company and the Marketing Plan. If this customer is interested in a Herbalife business she/he will become a good distributor as she/he has the main working tool – product results.

12. Care for your reputation. Remember: it takes years to create a good reputation and seconds to destroy it.

13. Take part in weekly retail trainings and constantly improve your distributor professional level. Make sure that all the distributors of your town maintain a good image of an Herbalife distributor. This will prevent appearance of unsatisfied customers in your town.

14. If you meet another distributor’s customer, show interest in his/her success. If you believe you can improve or change his/her program don’t tell him/her about this, but call his/her distributor and share your opinion. Don’t tell anybody else’s customer about discounts and business opportunities – this isn’t your customer. Comply with ethical norms – treat other distributors’ customers the same way you’d like them to treat yours.

15. If you meet a former dissatisfied customer who is not keeping in touch with his/her distributor, try to change his opinion, turn him into an Herbalife customer once again and be a success with this customer.

16. Keep retail prices in your town (country) at the same level, as different retail prices confuse a customer and make him/her look for lower prices instead of high-quality customer service. It commonly happens that the lower the prices are, the lower the quality of customer care is.


17. If your customer decided to stop using the products, try to help him/her to change his/her mind in a positive and constructive way and stay on a program. If you fail to do it, return the money in a nice manner and part as good friends. The worst thing happens when the customer is dissatisfied with both the products and the distributor.

18. Keep in constant touch with your customer: Congratulate him/her and his/her close relatives on birthdays and holidays Send frequent letters. You can use the samples in the Customer Care Journal Organize Customer Days.

19. Be attentive to your customers: first of all, they are people with their life stories. Be a good listener – and you will learn a lot of interesting things.

20. Know everything about the customer of your new distributors and always be ready to help them out. Very often, new distributors lack the necessary experience, while the customer has paid for the products and is expecting results. Have all the necessary information about your new distributors’ customers and pay a lot of attention to training new distributors.

21. Provide your customers with all the available literature about our products.

22. Organize your customer e-mail address database. This will help strengthen relationships with your customers.


Part 5. Building an organization

Major steps Step 1. Create your own effective and profitable working model Based on the “2 meetings a day – 40 meetings a month” principle (see chart p. ), create your effective working model, success story and a long-term customer base, which will bring you a profit of $1,500-2,000 a month. Attention: Complete your “Monthly activity” chart and discuss your progress with your sponsor. It will help you to create an effective business model and learn to work with your own distributors according to this scenario.

Step 2. Teach 5 first line distributors to do the same Aims and goals:

4-5 guests/new distributors at each 2-day STS or Business lunch 1 new supervisor a month New distributors go to 7 meetings with you, of which:

o 3 meetings are conducted solely by you, and he/she only listens o 2 meetings are conducted by him/her, and you do the closing o 2 meetings are conducted solely by him/her, and you listen to discuss later (very positively

and constructively) If necessary, take the new distributor to more than 7 meetings Once a week, gather all the new distributors for a joint training.

Step 3. Working with a new supervisor Define clearly the goals for the initial 30 and 90 days Make sure the new supervisor has a specific plan to implement the first stage of Total Plan (see

above) Explain the importance of proper financial management (keeping the money in the turnover) Explain the necessity of keeping and increasing the 5,000 v.p. product stock at home It’s very important to follow up on the implementation of these 5 points and be in constant touch

with the new supervisor.

Step 4. Training the trainers is the way of creating a large reliable organization Your first line distributors implement the 2nd step of Total Plan: create 5 active first line supervisors Your second line supervisors create their own 4 active first line supervisors each, etc. To achieve this, all four steps of Total Plan should be implemented.

Example: If, in your organization, 8 people are implementing the first step of the Total Plan, you qualify for

GET Team If, in your organization, 32 people are implementing the first step of the Total Plan, you qualify for

Millionaire Team If, in your organization, 80 people are implementing the first step of the Total Plan, you qualify for

President’s Team.


Active World Team Active in all three aspects of Herbalife business Qualify in all three ways during 6 months

•Achieve 4 consecutive months of 2,500 V.P. - building and keeping a strong customer base. •Achieve 10,000 V.P. in one month - strong recruiting •Achieve 500 Royalty Points - a good level of training and developing an organization and working deep. The first sign that duplication process is working

International World Team Schools – corner stones of building a strong organization •International World Team Schools take place every year for a purpose •It gives enough space to qualify all three ways •You need to update your qualifications for each next event which always keeps you in good momentum

How to use International World Team Schools to qualify for GET Team level •Between now and the next World Team School qualify and take part in the event •In the next 6 months after this World Team School help three people in your organization to achieve the same result – and you find yourself in GET Team qualification •You want to know how to qualify for Millionaire Team? Same way!

Active World Team Program Start building a balanced foundation for your business by developing all of these 3 areas:

• Building a customer base • Attracting new distributors • Developing your downline

In addition to building your business, receive incredible recognition, plus the opportunity to earn a special cash bonus, then enjoy the ultimate Herbalife lifestyle experience by qualifying for the Herbalife-style day!

ACTIVE WORLD TEAM RECOGNITION

Qualify to receive a beautiful, exclusive Herbalife Active World Team pin and plaque.

Fully Qualified Supervisors and above who achieve all three methods of World Team qualification in any consecutive 6-month period:

• 2,500 Total Volume Points x 4 consecutive months AND • 10,000 Total Volume Points in one month AND • 500 Royalty points in one month

(The six month period can start any month from October 2005. All 3 methods of qualification must occur in the same 6 consecutive month period).

SPECIAL BONU$ - US$500! Fully qualified Supervisors and World Team Members who complete their Active World Team recognition qualification from October 2005 through December 2006 will receive a US$500 bonus plus recognition on stage at the next Herbalife Extravaganza and World Team School in your region!

All TAB Team Members can earn the bonus by achieving the following in any consecutive 6 month period between October 2005 and December 2006:

• 2,500 Total Volume Points x 4 consecutive months AND • 10,000 Total Volume Points in one month AND • Increase your Royalty Baseline* by 500 Royalty Points in any one month.

* To calculate your Royalty Baseline, take the average of your 3 months Royalty Points for July, August and September 2005 volume months. (Checks paid August, September and October 2005).

QUALIFY TO ATTEND AN INCREDIBLE HERBALIFE-STYLE DAY

HOW?: • Supervisors and World Team Members who complete their Active World Team Recognition

qualification AND maintain 500 Royalty Override Points in any 3 consecutive months during the 6 consecutive month period.

• TAB Team Members who complete their Active World Team Recognition qualification AND maintain a 500 Royalty Override Point increase in any 3 consecutive months during the 6 consecutive month period.

• Qualification period: October 2005 through December 2006 (Volume months).


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